Ensemble™ FAQs

I'm having trouble setting up my Ensemble, what should I do?

Start with the basics. Confirm that your Ensemble is connected to a power source and the phone line is connected to the landline phone jack in your home. Confirm that the wireless application protocol (WAP) is installed on your home wireless router.

Is the display on the phone working? If not, check the power cord again to ensure it is firmly connected to the phone and your wall outlet.

If all the connections are in place, you should see the "ClarityLogic™" button displayed on the menu. Simply lift your handset and press "ClarityLogic" to connect with a Clarity® customer service expert!

I'm having trouble registering for ClearCaptions. What should I do?

You may find it easier registering on the web. Please go to http://www.clearcaptions.com/ on your computer and click "Register your Ensemble." If you already have a ClearCaptions account, click "Sign in," and enter your email and password. ClearCaptions will prompt you to enter the telephone number you are using with your Ensemble. That's it!

What is Clarity Ensemble?

Clarity created the Ensemble to blend the best amplified phone with the convenience of having ClearCaptions built in. With Ensemble, you can caption inbound and outbound calls, and also use all the other Ensemble features.

ClearCaptions on your phone is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on Ensemble's slick 7" screen.

What happens to my captions once the call is over? Does ClearCaptions keep a copy?

Absolutely not. As soon as you disconnect your call, all of the captioning is automatically deleted from our system. In keeping with Federal Communication Commission (FCC) regulations governing Relay Services, no records of any call content are recorded or stored.

Is my conversation private with ClearCaptions?

Absolutely. Unequivocally. Without question. Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for confidentiality with all of our customers.

Can I receive calls using ClearCaptions on the Ensemble?

Yes. Simply press the "ClearCaptions" button before you pick up the handset to answer the phone. You will immediately connect to a ClearCaptions Captioning Agent. Captions will begin momentarily.

Why do I need to register my Ensemble?

The FCC requires anyone who uses ClearCaptions register with ClearCaptions. ClearCaptions provides Telecommunications Relay Services which are funded and regulated by the FCC. The FCC requires all Relay users to register and self-certify they are eligible to use the service.

Can I place a three-way call on Ensemble?

Not at this time.

I lost my Ensemble User Guide. How do I get another one?

You can download a copy.



Cisco® FAQs

ClearCaptions for Cisco Overview
Play Video

What does my company need to install ClearCaptions™ on my Cisco desk phone?

ClearCaptions for Cisco is installed by your IT department using Cisco UCM phone environments. You can learn more on our ClearCaptions for Cisco page.



Web FAQs

Placing Web Calls
Play Video

How do I place a call with ClearCaptions™?

To use ClearCaptions on the web, you must be registered and signed into the service. Effective September 30, 2013 new users are required to have paid the one-time FCC Access Fee OR have purchased an Ensemble phone. If you have not paid this fee, you can do so here. If you have already paid the fee, sign into http://www.clearcaptions.com/ and enter the number you wish to call into the "Phone Number to Dial" field and the number from which you are making the call into the "Your Phone Number" box. Click "Call." Your phone will ring momentarily and the number you are dialing will appear on your caller ID. Answer the phone and wait briefly while your party is connected. When your party is connected, captions will display on your computer screen.

Can I print or save my conversation when I'm through?

You can do both. When you complete your call, choose either the "Print" or "Save" icons located on the right above the call window.

What happens to my captions once the call is over? Does ClearCaptions keep a copy?

Absolutely not. As soon as you disconnect from ClearCaptions, all of the captioning is automatically deleted from our system.

Can I receive calls using ClearCaptions?

Yes. If you are a Clarity® Ensemble™ user, or you're using ClearCaptions for Cisco® at work, you can turn captioning on for incoming calls the same way you do for outgoing calls.

If you’re using ClearCaptions on the web, you must be signed into your ClearCaptions account to accept incoming calls. You can view captions for incoming calls placed through the ClearCaptions Captioning Center. Tell your callers to:

  1. Dial the ClearCaptions Captioning Center at (855) 281-8700
  2. At the prompt, key in your phone number and press #

When they call you through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you, and when you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. When you answer it, captions for that call will display in the captioning window.

Is my conversation private with ClearCaptions?

Absolutely. Unequivocally. Without question. Yes. ClearCaptions is a Federal Communications Commission (FCC)-regulated caption provider with strict obligations for confidentiality with all of our customers.



Mobile FAQs

Placing Mobile Calls
Play Video

How do I place a mobile call with ClearCaptions™?

Important. To use ClearCaptions on any mobile device, you must be registered, and signed into the service through your app. Effective , as of September 30, 2013 you are required to have paid the one-time FCC Access Fee. If you have not paid this fee, you can do so here. If you have already paid the fee, follow the instructions for your device below:

iPad® and iPod® touch. Open the ClearCaptions app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register and pay the one-time FCC Access Fee.

Once you’ve signed in, enter the number you wish to call (or choose a number from your address book) into the "Number You're Dialing" field and the number you are making the call from into the "Your Number" box. Click the "Call" button.

In a moment, your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone and wait briefly while the phone rings and your party is connected. When your party is connected, your iPod/iPad will begin displaying the captions.

iPhone®. Launch the app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register and pay the one-time FCC Access Fee.

Once you’ve signed in, type the number you want to call (or choose it out of your address book) into the "number you're dialing" box. Type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..." This is followed by confirmation that the call has started and the number of the ClearCaptions captioner captioning your call will appear on your screen. Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your iPhone will begin displaying the captions.

Note: To receive captions, your iPhone service provider must allow simultaneous text and voice transmission (currently offered by AT&T and T-Mobile), or you must have a Wi-Fi connection.

Android™. Launch the app and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register and pay the one-time FCC Access Fee.

Once you’ve signed in, type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..." followed by confirmation that the call has started and the Captioner #. Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your Android will begin displaying the captions.

Can I receive calls using ClearCaptions?

Yes. If you are a Clarity® Ensemble™ user, or you're using ClearCaptions for Cisco® at work, you can turn captioning on for incoming calls the same way you do for outgoing calls.

If you're using ClearCaptions on your cell phone, you must be signed into the ClearCaptions App. You can view captions to incoming calls placed through the ClearCaptions Captioning Center. Tell your callers to:

  1. Dial the ClearCaptions Captioning Center at (855) 281-8700
  2. At the prompt, key in your phone number and press #

When they call you through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you on your wireless device. When prompted, you'll be taken to the ClearCaptions App where you can accept and then view the captions for that call once connected. Remember: once you accept the call, the ClearCaptions Captions Center will ring the phone number you have listed in your ClearCaptions User Profile.

Why do I need to register and pay an Access Fee?

The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service and pay a one-time access fee for the service. Users may also purchase an Ensemble phone in lieu of paying the FCC Access Fee. ClearCaptions is part of a suite of Telecommunications Relay Services funded and regulated by the FCC. The FCC requires all Relay users to register, self-certify that they are eligible to use the service, and pay the FCC Access Fee.



Captioning FAQs

What happens to my captions once the call is over? Does ClearCaptions keep a copy?

Absolutely not. As soon as you disconnect from ClearCaptions, all captioning from your call is automatically deleted from our system.

Sometimes captions seem to be delayed. Why is that?

Once your call is connected, a captioner is assigned to your conversation. The captioner captions the first word he or she hears. Occasionally at the beginning of the call, it takes a moment for the captions to appear on your screen. This is normal.

Is my conversation private with ClearCaptions?

Absolutely. Unequivocally. Without question. Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for confidentiality with all of our customers.



General FAQs

What is ClearCaptions™?

ClearCaptions is a free* captioning service for eligible users and available in three ways:

  1. For home, using the Clarity® Ensemble™ Phone
  2. For business, using ClearCaptions for Cisco® in a Cisco Enterprise UCM environment
  3. For mobile use, on web browsers, smartphones and tablets

ClearCaptions on your phone call is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on your screen.

Who can use ClearCaptions?

Anyone who has problems with hearing on a standard telephone for any reason is qualified to use ClearCaptions (examples: injury, age, illness, etc.).

Can I place a 911 call through ClearCaptions?

Yes, but ClearCaptions strongly advises you to dial 911 directly using a landline phone (like Ensemble) or mobile telephone rather than through the ClearCaptions web or wireless app. Dialing 911 from the standard telephone network remains the most reliable and fastest method of reaching emergency response personnel.

When you place your emergency call through the ClearCaptions web or wireless app, it will be put ahead of other callers using the Service and your call will be routed to a Public Service Answering Point (PSAP). Upon connection, the PSAP will ask for your name and the location of the emergency. The PSAP will see the number from which you are calling but the PSAP will not be able to see your location information. You should be ready to provide them with that information. They also may inquire for your call-back number to re-connect with you should your connection be lost. To receive a call back through the ClearCaptions Caption center, tell the PSAP they can call you back at 855-281-8700, at prompt dial your phone number, and press pound (#). Your phone number must be included in your ClearCaptions User Profile for the call to ring at your location. When they call you back through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you, and when you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. When you answer it, captions for that call will display in the captioning window.

How much does it cost?

ClearCaptions is free for qualified users (see above); however, effective September 30, 2013, the FCC requires new telephone captioning users to pay a one-time FCC Access Fee or purchase an Ensemble phone to enable the service. Once you’ve enabled ClearCaptions, you can use it as much as you want for free. Learn more about the FCC Access Fee.

Are there other costs for ClearCaptions like monthly charges or per-call fees?

Other than the one-time FCC Access Fee, no.

Are there long distance charges to use ClearCaptions?

No.

Why is ClearCaptions free?

ClearCaptions was designed to provide people who have hearing loss with access to the nation's phone system. Federal Communication Commission (FCC) rules allow ClearCaptions to offer this service to you for free. You can read more about this type of captioning service on the FCC's website.

Can I use ClearCaptions on my cell phone?

Yes. ClearCaptions is available for Android™ phones and tablets, and iPhone®, iPad®, and iPod® touch. You can download the free app from Google Play or the App Store. Once you’re registered and ClearCaptions is enabled, to see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

Can I use ClearCaptions on my work or other phone?

Yes. If your organization uses Cisco® phones, the best way to use ClearCaptions at work is ClearCaptions for Cisco, which enables you to use your standard Cisco desk phone for both phone calls and captioning services.

If you don't have Cisco phones, you can use ClearCaptions on the web. You'll need an Internet connection and a computer near the phone to see your captions. If you don't have a PC, you can view your captions on an Internet-connected Android device, iPhone, iPad or iPod touch.

Note that many companies have firewall software installed that may conflict with the ClearCaptions website. For firewall information contact ClearCaptions Support at 866-868-8695 or support@clearcaptions.com.

What do I need to use ClearCaptions?

Where ever you use ClearCaptions, you’ll need to register and enable the ClearCaptions service before you can begin using it.

If you use ClearCaptions on Ensemble, you'll need an Ensemble phone, a phone line and an Internet connection. Your service is enabled as soon as you register your Ensemble, PLUS you will automatically have access to ClearCaptions on the web. You can also use the service when you download the free ClearCaptions App for your wireless phone or tablet.

Your IT department can check to see if your Cisco phone installation is compatible with ClearCaptions for Cisco. If you use ClearCaptions for Cisco, your company will pay the one-time FCC Access Fee on your behalf, and enable ClearCaptions on your Cisco Phone.

If you use ClearCaptions on the web or a wireless device and do not have an Ensemble, you will need to register at ClearCaptions.com, and pay a one-time FCC Access Fee, to enable and use the service.

Once you’ve enabled ClearCaptions, all you need to use captions is a telephone, an Internet connection and a computer. If you don't have a computer, you can download the free ClearCaptions app for your device, and use an iPod touch, iPad, iPhone or Android. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

Do I need a special phone to use ClearCaptions?

No. You can use the phone you have. Once you’ve registered and paid your one-time FCC Access Fee, Simply sign into our web site or app, and start your call.

If your phone is near your computer, you'll want to display your captions on that computer's monitor. If you have a cordless phone you use at home, or a phone that's not near a computer, start your call from the ClearCaptions app on your Android device, iPad or iPod touch. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection. For more information on how to download ClearCaptions for your iPad, iPod touch, iPhone or Android, please go to http://www.clearcaptions.com/.

What is the FCC Access Fee?

Effective September 30, 2013, the FCC requires anyone who uses telephone captioning to either purchase a captioning telephone, such as an Ensemble, or pay a one-time Access Fee to use the service on the web or through a wireless device.

Why do I need to sign up?

The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service. ClearCaptions is part of a suite of Telecommunications Relay Services funded and regulated via the FCC. The FCC requires all Relay users to register and self-certify that they are eligible to use the service.

Is my conversation private with ClearCaptions?

Absolutely. Unequivocally. Without question. Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for confidentiality with all of our customers.

What happens when someone dials the ClearCaptions Captioning Center?

You will be prompted on your computer or cell phone, and asked whether you'd like to accept the call. When you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. Answer it, and the captions will display on the device where you accepted that call.

Will people who call me through the ClearCaptions Captioning Center know that I am using ClearCaptions?

No. Callers are simply prompted to enter your phone number (the phone number in your ClearCaptions account profile). Once they enter that number, and you accept their call, they will be connected to you and they will not know that the call is being captioned.

What if I decline the call?

The user will be notified that you are temporarily unavailable and prompted to try again later.

What is "Facebook Connect"?

When you sign up for ClearCaptions, you can choose to sign in with your Facebook username and password instead of creating a new username and password. Click "Facebook Connect" on our home page and you'll automatically sign in without having to enter a username or password.

Does ClearCaptions change any of the other services I have on my phone, like caller ID or call waiting?

No. ClearCaptions has no impact on these services.

I created a ClearCaptions account, but now I want to sign in using Facebook. How do I do that?

Go to http://www.clearcaptions.com/, click "f Connect" at the top of the page or "Sign In" then click "Connect with Facebook."

How do I change my ClearCaptions password or other account information?

Go to http://www.clearcaptions.com/ and sign in. Click the "Profile" icon located at the top of the page and enter any changes.

I forgot my password. Now what?

Go to http://www.clearcaptions.com/, click "Sign in" and then "Forgot your password?" Follow the instructions. (Tip: "Connect with Facebook" when you sign in. This allows you to sign in using your Facebook username and password, making it more convenient for you.)

Can the person I'm calling read or hear the captioning?

No. No communication occurs between ClearCaptions and the person you are calling. In fact, the other person won't even know you are using captioning unless YOU tell them!

How do I contact ClearCaptions?

Customer Care is open 9 a.m.to 9 p.m. ET Monday through Friday. For questions or support, please call 866-868-8695 or email support@clearcaptions.com.